Generated: Sample Reports For Interaction Reporter

Transcription

PureConnect 2019 R2Generated:4-April-2019Content last updated:4-April-2019See Change Log for summary ofchanges.Sample Reports forInteraction ReporterTechnical ReferenceAbstractInteraction Reporter, an add-on module for IC BusinessManager, allows you to generate pre-defined reports.Depending on the report, Interaction Reporter uses theActiveReports 6 or Crystal Reports reporting runtime. Thisdocument contains examples of actual reports that havebeen generated in Interaction Reporter. For moreinformation on creating reports using Interaction Reporter,see the Interaction Reporter Help.For the latest version of this document, see the PureConnectDocumentation Library at: http://help.genesys.com/cic.For copyright and trademark information, seehttps://help.genesys.com/cic/desktop/copyright and trademark information.htm.1

Sample Reports for InteractionReporter

Table of ContentsSample Reports for Interaction Reporter . 1Introduction. 1About Sample Reports for Interaction Reporter . 2Analyzer Reports . 5Analyzer Reports . 5Analyzer Scoring Detail Report . 6Keyword Hit Report . 7Dialer Reports . 10Dialer Reports . 10Agent Success Results Report . 11Call History Report . 12Campaign Disposition Summary Report . 14Campaign Statistics Report . 16Campaign Success Results Report. 18Call Analysis Report . 20Agent Utilization Report . 22Agent Disposition Summary Report . 24Agent Utilization by Campaign Report . 26Best Time to Call Analysis Report. 28Call Answer Distribution Report . 30Interaction Optimizer Reports . 32Interaction Optimizer Reports . 32Schedule Adherence and Conformance Detail Report . 33Schedule Adherence and Conformance Summary Report . 35Actual vs. Forecast Historical Analysis Report . 36Headcount Summary: Scheduled vs. Forecasted Report . 37Individual Schedule Detail Report . 38Individual Schedule Summary Report . 39Schedule (Graph) Report . 40Schedule (Graph) All Schedules: Published and not Published Report . 41Schedule (List) Report . 42Schedule (Text Based) All Schedules: Published and not Published Report . 43Schedule (Text Based) Report . 44Schedule Unit Detail Report . 45Time Off Request by Agent Report . 46i

Table of ContentsTime Off Request by Scheduling Unit Report . 48Interaction Process Automation Reports . 50Interaction Process Automation Reports . 50Process Detail Report . 51Work Items Report . 53Process Summary Report. 55Line Reports . 56Line Reports. 56(Graph) Calls Entered Line Group by Hour Report . 57(Graph) Calls Inbound Entered Line Group by Hour Report. 58(Graph) Calls Outbound Blocked Line Group by Hour Report . 59(Graph) Calls Outbound Line Group by Hour Report . 60(Graph) Erlang Study Report . 61(Graph) Percent All Lines Busy by Hour Report . 62(Graph) Percent Line Group Busy by Hour Report . 63Line Activity by Hour Report. 64Line Group All Trunks Busy for Interval by Day Report . 65Line Group Identification Report . 66Line Group Least Used Trunks by Day Report . 68Line Summary and Detail. 69Line Group Summary and Detail . 72Queue Reports . 75Queue Reports . 75(Graph) Abandoned Call Profile Report . 76(Graph) Answered Call Profile Report . 78(Graph) Profile of Average Speed of Answer Report . 79(Graph) Profile of Calls Abandoned in 1st Service Level Report . 80(Graph) Profile of Calls Answered in 1st Service Level Report . 81(Graph) Profile of Calls Entering ACD Report . 82(Graph) Profile of Maximum Wait to Answer Report. 83Queue Service Level. 84Queue Summary and Detail . 85Interaction Quality Manager Reports . 86Interaction Quality Manager Reports . 86Calibration Details . 87Calibration Question Group Details Report . 92Calibration Recording Summary. 94ii

Sample Reports for Interaction ReporterDeleted Recording Audit by Date Report . 99Deleted Recording Audit by User Report .102Recorder Questionnaire Detail Report . 104Recorder Scoring Summary Report . 105Recorder User Scoring Summary Report .106Quality Scoring Details . 107Tracker Reports. 109Tracker Individual Detail Report . 109Tracker Individual Summary Report . 110Tracker Interaction Segment Detail by IC User Report .111Tracker Interaction Segment Summary by IC User Report .112Tracker Location Detail Report. 113Tracker Location Summary Report . 114Tracker Organization Details Report . 115Tracker Organization Summary Report .116User Reports . 117User Reports . 117Fax Detail Report . 118Fax Summary Report . 120Fax Envelope Detail Report . 121Fax Failure Detail Report . 123Fax Failure Summary Report . 125User Performance Summary Report . 127User Call Detail . 129User Call Summary . 130User Availability. 131User Productivity . 133Wrap Up Codes Report . 134Wrap Up Codes Report . 134Wrap Up Codes . 135Account Code - Supervisor . 137Account Code Call Detail by Date Report.137Account Code Call Detail by User Report .139Account Code Call Summary by Date Report .141Account Code Call Summary by User Report .143Agent Queue Activation . 145Agent Activation by Workgroup Report .145iii

Table of ContentsQueue Activation by Agent Report . 147Call - Supervisor . 149(Graph) Area Code Report . 149(Graph) Calls Processed User Comparison Report .150(Graph) Incoming Calls by User Report.151(Graph) International Remote Number Logical Component One Report .152(Graph) Outgoing Calls by User Report .153(Supervisor) Caller ID Detail Report . 154(Supervisor) Caller ID Summary Report .156(Supervisor) User Outbound Call Summary by Number Dialed Report .158Area Code/Exchange Summary Report .160Hourly Call Summary by Extension Report .162Dialed Number Detail Report . 163International Remote Number Logical Component Two Summary Report .165Station ID Detail Report . 167Station ID Summary Report . 169Director. 171Director Reports . 171DNIS . 172DNIS Detail Report . 172Statistics Group DNIS Daily Report . 173General Administrative . 174(Supervisor) IA Change Notification History Report .174(Supervisor) IC Change Notification History Report .176Interaction Feedback . 178Satisfaction Trend (Line Graph) Report .

Legacy Historical Reports Note By default, Legacy Historical Reports category is not visible. To display this category, from Interaction Administrator, in the Report Management node, select Report Configuration. On the Report Configuration page, in the Categories list, select Legacy Historical R